Customer support analyst, associate

3 weeks ago

Beaverton, United States Sage Hibernia Ltd Full time

**Applicant Portal**: **Job Details: Customer support analyst, associate**Job TitleCustomer support analyst, associate AdvertPeople make Sage great. From our colleagues delivering ground-breaking solutions to the customers who use them: people have helped us grow for more than thirty years, and people are driving our future as a great SaaS company. Were writing our next chapter. Be part of itExperience has taught us that when our customers thrive, we thrive. As a team, we always start with what customers need. Through the good and more challenging times. Innovating at pace so customers can manage their finances, operations and people. Every one of us shapes our culture at Sage - doing whats right and succeeding together, united by our commitment to each other. We encourage each other to grow in our roles, in our careers and as individuals.Follow us on our social media sites below to join in conversations about career tips, open positions and company news #lifeatsage #sagecareers. If you would like support with your application (or require any adjustments) please contact us at careers@sage.com for assistance. All qualified applicants will be thoughtfully considered and never discriminated against based on their race, color, age, religion, sexual orientation, gender identity, national origin, disability or veteran status.EOE AA/M/F/Vet/DisabilitySage Software is an Equal Opportunity Employer. We comply with the laws set forth in the Equal Employment Opportunity in The Law poster: Job DescriptionEnhancing each customers relationship with Sage through helping customers with questions and issues regarding Sages products or services and their application in the customers business operating environment. Key ResponsibilitiesResponsibilitiesProvides an Extraordinary Customer Experience by addressing inquiries using a variety of channels (telephone, email, chat, social media, etc.) in a support-center environment adhering to scheduled shifts, procedures, metrics, and departmental goalsIdentifies the root cause of the clients software or system issues and uses system analysis and testing techniques to solve low to moderately complex application or system issuesContributes to company knowledge capital by creating and modifying reusable solutions in the knowledge base according to established procedures and policies. Actively promotes the knowledge base to our customers. Maintains article quality standardsAssists customers in gaining the most value from their Sage products and servicesIdentifies additional opportunities for Sage solutions to benefit the customer's business needsDocuments each customer contact using our contact tracking systems in a clear, concise, and understandable format. Escalate unresolved customer issues with all pertinent information included, to appropriate resourcesWorks collaboratively and effectively within a team of peers. Maintains a positive, constructive attitude in the workplace. This includes presenting challenges in a positive light, offering constructive approaches to overcoming difficulties, and treating all individuals with respectPrioritizes work balancing importance from the customer perspective and operational efficiency. Follows through on commitments, communicates status of work, identifies and requests assistance with barriers that may interfere with progress. Adjusts workload when priorities and resources change, managing time and resources to ensure the best possible outcome for the customer, employee and organizationStays current on technical and business knowledge in all assigned applications, as well as support processes and proceduresQualificationsRequires the ability to adhere to a structured work schedule and efficiently self-manage work timeRequires strong problem-solving skills, including the ability to actively listen, and ask meaningful probing questions Must be able to learn and apply technical knowledge, work within defined policy and procedures, and use standardized tools and technology to perform job functionsRequires strong verbal, listening, and written communication skillsSix months or more of experience or knowledge in one or more of the following areas: accounting and bookkeeping; financials and reporting; business intelligence; sales and customer relationship management; human resources, benefits, and payroll; information technology; construction and real estate; operations and inventory management Six months or more of experience in a customer-facing role with the ability to build collaborative relationships using positive language and a service-oriented attitudeOffice LocationBeaverton;Lawrenceville#J-18808-Ljbffr

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